ELCA
Senior Professional Services & Implementation Manager
- Compensation
- Not disclosed
- Location
- Fort Lauderdale, Broward, United States
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Customer success
- Posted
Skills
Must have
- 15+ years in enterprise software delivery, with a meaningful portion in professional services, implementation, onboarding, or technical program management at a B2B SaaS vendor.
- 5+ years leading people, including direct experience hiring and developing a delivery or implementation team, and not just managing an inherited one.
- Demonstrated ownership of complex, multi-stakeholder implementations with hard external deadlines and executive visibility.
- Strong command of delivery economics: scoping, estimating, SOW construction, change orders, utilization, and margin.
- Track record building process where none existed: methodology, templates, playbooks, and standards that survive your absence.
- Executive presence and the credibility to hold a difficult conversation with a client sponsor without damaging the relationship.
- Willingness to travel and to work event-driven hours during launches and championship windows.
Full description
About the opportunity
SECUTIX is the enterprise ticketing and audience engagement platform behind some of the most complex live events in the world - international federations, major tournaments, championship venues, and cultural institutions across Europe and beyond. Our S-360 platform is built on a simple premise: the rightsholder should own the fan relationship, the fan data, and the distribution of their own inventory.
SECUTIX Americas is the North American arm of that business, headquartered in Fort Lauderdale and backed by our Swiss parent. We are early in our US build-out and winning against entrenched incumbents in live sports, cultural arts, and attractions. The platform is proven at global scale; the Americas organization is being built now.
This is a founding leadership hire for our delivery function. You will own how SECUTIX implementations run in this market and will build the team in the US.What you'll ownDelivery leadership
- Own end-to-end delivery of SECUTIX S-360 implementations across the Americas: enterprise sports properties, arts and cultural venues, attractions, and multi-venue campuses and districts.
- Serve as the accountable executive for time-to-go-live, delivery quality, scope discipline, and services margin across the regional portfolio.
- Personally lead the most strategic and complex programs: multi-entity federations, championship events with fixed immovable go-live dates, and migrations off incumbent platforms.
- Run delivery governance: steering committees, executive status reporting, escalation management, and go/no-go decisions for launch readiness.
Build and grow the team
- Design the Americas delivery organization: define roles, levels, ratios, and the hiring sequence from a small founding team to a scaled practice.
- Recruit, onboard, coach, and retain implementation consultants, project managers, and solution and configuration specialists.
- Establish career paths, performance expectations, certification standards, and a bench plan that supports regional revenue growth without over-hiring ahead of it.
- Build a culture that combines consulting rigor with live-event operational reality.
Build the practice
- Localize and industrialize SECUTIX’s global delivery methodology for the Americas market: statements of work, project plan templates, discovery frameworks, configuration standards, data migration playbooks, UAT protocols, training curricula, and hypercare models.
- Build repeatable, vertical-specific implementation accelerators.
- Manage and report the delivery KPI set: time-to-value, on-time go-live rate, services utilization and realization, project margin, CSAT at launch, escalation volume, and first-90-day platform adoption.
- Own the data migration and integrations discipline in partnership with product and engineering.